Service improvements

Medway Council

Showing service improvements between 1 April 2025 and 31 March 2026

Find out more about service improvements

When we find fault, we can recommend improvements to systems and processes where they haven’t worked properly, so that others do not suffer from these same problems in future. Common examples are policy changes; procedural reviews; and staff training. Service improvements from decisions are published for 5 years and those from reports are published for 10 years.

Showing 1 - 2 of 2 cases with service improvements

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Downloads the current filtered list of service improvement decisions for Medway Council as a CSV file.

  • Medway Council (25 002 307)

    Category: Education Date: 03-Dec-2025

    Summary

    Mrs X complained the Council failed to ensure her child received the Speech and Language Therapy provision specified in their Education, Health and Care Plan. We find the Council at fault for failing to check and monitor the provision, for delays in issuing the final amended Education, Health and Care Plan, and for poor complaint handling. These faults caused loss of provision, avoidable distress, uncertainty, and unnecessary time and trouble for Mrs X. The Council has agreed to apologise, make a payment to Mrs X, and take action to improve its services.

    Service improvements

    The Council has agreed to review its procedure for monitoring the delivery of provision in EHC Plans to ensure that as a minimum it:checks the special educational provision is in place when a new or amended EHC Plan is issued or there is a change in educational placement; checks the provision at least annually during the EHC review process; andquickly investigates and acts on complaints or concerns raised that the provision is not in place at any time.

  • Medway Council (24 014 785)

    Category: Education Date: 12-Jun-2025

    Summary

    Ms X complained the Council delayed issuing her child’s first Education, Health and Care (EHC) Plan, did not provide a suitable secondary school place, and failed to provide alternative education. There was delay in issuing a final EHC Plan and delayed appeal rights, but no failure to provide education. The Council has agreed to apologise, pay Ms X £1000 to acknowledge the fault, and make service improvements.

    Service improvements

    The Council will provide clarification to officers to ensure they fully understand the law about issuing final EHC Plans and properly consider requests from families to finalise plans, even on an interim basis, to allow for prompt appeal rights.

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